ScreenReply integrates directly into Help Scout to help customer support, QA, and engineering teams resolve complex technical issues faster. Instead of exchanging endless text messages or asking for confusing screenshots, support agents can send a unique screen recording link directly from their Help Scout mailbox. Customers simply click the link and record their screen in their browser - no downloads or extensions needed.
This integration is highly valuable for B2B SaaS companies, e-commerce, digital agencies, and educational platforms where visual context is critical. It drastically reduces average resolution time (ART), stops the "ticket tennis," and improves the overall customer experience by making bug reporting effortless.
How it Works: The ScreenReply integration is designed to be seamless for both the support agent and the customer:
Generate a Request: While replying to a customer in Help Scout, agents simply click the ScreenReply app in the right sidebar to instantly generate a unique recording link.
Customer Records: The agent inserts the link into their reply. The customer clicks the link and securely records their screen and microphone directly in their web browser (100% white-labeled with your custom domain, logo, and brand colors).
Automated Delivery: Once the customer finishes recording, the video is automatically posted back into the original Help Scout conversation as an internal note.
AI Summaries & Timecodes: Support agents don't have to watch the entire video. The internal note includes a link to a smart player equipped with an AI-generated text summary and clickable timestamps highlighting key moments.
Custom Storage Options: Recordings can be securely stored on our cloud infrastructure or routed directly to your company's own S3-compatible storage (AWS, DigitalOcean, etc.) for complete data ownership.
Configuration: Setting up the ScreenReply integration requires an active ScreenReply workspace and Help Scout Administrator permissions.
Log in to your ScreenReply account and navigate to the Integrations tab.
Select Help Scout from the list of available integrations and click Connect.
You will be redirected to Help Scout. Log in and authorize ScreenReply to connect to your account (Admin privileges required).
Once authorized, open any conversation in your Help Scout mailbox.
In the right-hand sidebar, click the Manage Apps (gear) icon, find ScreenReply, and ensure it is enabled.
The ScreenReply app will now be visible in your sidebar, allowing your team to start generating recording requests immediately.
